Account doesn't exist

[senonder]

After a long break, I decided to start playing Catan again and when I try to log in, it says "account does not exist".
I tried my email and my username. No luck.
I tried forgot password, and strangely, it sends the activation code to my email, which means the game recognizes my email, but after I enter my new password and try to change, again it says "account does not exist".
Does that mean my gold and expansion packs are gone now?

[</ Zegui >]

anyone got an update about this?

[Olympionices]

I have the same issue. Where can I create a support ticket?

[grumpy_otter]

It took about two weeks with Catan help, but they explained that:

"Regrettably, your account is one of the few rare cases that have been affected by an error that occurs during migration, which causes the account not to be transferred to the new server. The username and email address are shown as taken when attempting to create a new CATAN Universe account. Unfortunately, due to this error, we also have no way of finding or viewing the account.

We can only offer you the following alternative:
- Create a new CATAN Universe account (use a new username and a new email for this).
- If you have already made purchases on your old CATAN Universe account, provide us with the username and registered email of the new CATAN Universe account and send us the receipts of the purchases you have already made. We will credit your previous purchases to your new CATAN Universe account."

I sent them a copy of my Steam receipt and they credited a new account with my Catan gold under a different email address, I lost all my stats, but the game is working now.

[senonder]

Ok then it's settled. I have no way of getting my old account and purchases back. I don't have the receipt of a purchase I made more than 3 years ago.
Thanks for the update.

[Medivh]

gotta contact their customer support (https://support.catanuniverse.com/hc/en-us/requests/new?ticket_form_id=1900000625874) but they are clearly understaffed.. it took forever to get their response and you need to go back and forth with responses.... so when you make the request, provide the proof of purchase so that they can just load the coins equivalent to the new account. they could not locate my original account so they just decided to load my new account instead. VERY SLOW process..so annoying

[Floppa Caracal]

this is disgusting. I have the same issue. I'm never spending money on Catan again. A bug they created should be fixed by them and not make us beg for our accounts back

[ThePurplePepper]

I have the same issue, bumping this thread